New Poster
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11 Messages
Unable to connect to personal website through modem unless I use VPN -- NOT using Xfinity modem
Starting about 2 weeks ago, I was no longer able to access my personal website via my modem. I can access pretty much the rest of the internet, just not my personal website. I suspect Xfinity is blocking it, since I can access my website:
- via 4G LTE on my phone;
- if I use a VPN through my modem.
Thus, the website is obviously up and working; it only fails when I use Xfinity "in the clear".
I cannot access the website through my modem without VPN, regardless of:
- device,
- browser, or
- operating system.
I found several posts with similar complaints, but the posters all use an Xfinity-supplied modem. I have a Netgear C7000, not Xfinity-supplied.
What should I do to access my website, short of using VPN all the time and/or hoping that someone else finally breaks Xfinity's monopoly on high-speed internet in my area?
I don't know if this is related, but the xfinitywifi hotspots in my area don't seem to be working.
In case it helps clarify, here are some things Xfinity support has told me to do over the last two weeks, along with the results.
- Various problems related to their determination to blame my modem.
- Turn my modem off, then back on.
- Check my modem settings to verify it wasn't blocking the website.
- Reset my modem.
- I even performed a factory reset.
- I'm reasonably sure at this point the problem isn't my modem.
- Visit https://downforeveryoneorjustme.com/ . "It's just you."
- Visit a site to test my IPv6 connectivity. "10/10"
- Use a different browser.
- Use a different device.
Accepted Solution
cantanima
New Poster
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11 Messages
3 years ago
Turns out the problem was due to both Comcast and my website host.
Solution
Someone at Comcast who knew what he was talking about finally called me (see below on the magic required for that to happen). He admitted that Xfinity employs a security mechanism that delays delivery of information upon detecting a discrepancy between the DNS and the PRT record. This delay makes it seem they are blocking the data; it actually causes a "timeout" error. I don't quite remember the details, so I won't try to explain more than that, and apologize if I've erred on some detail, but "DNS" and "PRT record" are involved.
As it happens, my website host was in the process of changing servers, and they had done something not quite correctly. Once I notified them of the issue, they fixed the problem quickly. My website has been functioning properly for several days now.
Now, how in the end did I get a straight answer from Comcast?
I found a "contact our VP" link somewhere on the website. Within a day, someone got back to me, found the ticket, asked me again for the details, did enough investigation to say he'd have to forward it to the regional group. Within a day, if not within hours, someone from regional called me, for the first time indicated familiarity with the ticket, described the probably cause, and how I could get it fixed by talking to my website host.
Until then I lost two weeks dealing with Xfinity's customer support
Competent customer service should not depend on contacting the VP.
(edited)
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EG
Expert
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110.4K Messages
3 years ago
Please post the output of a traceroute to the URL of the site.
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EG
Expert
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110.4K Messages
3 years ago
Your packets are making it far past the Comcast web space and even through the third-party backbone provider's web spaces. It appears that your Comcast assigned WAN / public IP address is being blocked internally by the web hosting service (PrivateSystems.net) for whatever the reason may be. Suggest that you contact the web host / site admin concerning this issue.
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